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1

 

Customers come back, order more and more often.

On any given day, about 75% of purchases from Zappos are from returning customers.

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Repeat customers order >2.5x more in the following 12 months.

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Repeat customers spend more.

2

 

Make it easy for customers to build your brand.

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Superior experience drives word‑of‑mouth, so do the unexpected.

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Remove the risk of purchase and make it easy to return product for free.

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Fast, accurate fulfilment is worth talking about.

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Deliver an ‘above and beyond’ customer service.

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Drive people to the phone, be contactable and be open.